The
Bridge Surgery
Patient Group
Survey Results
October 2011
The Bridge Surgery Patient Group Survey Results – October 2011
Background to the survey
As part of signing up to the Patient Participation Directed Enhanced Service (DES) the practice, in
conjunction with its patient group, has to undertake a survey of registered patients. The DES was
introduced in April 2011 with the aim of promoting the proactive engagement of patients through
the use of effective Patient Participation Groups and to seek views from practice patients through
the use of the local practice survey.
The content of our survey was agreed by the Patient Group at meetings on 20th July 2011 and 13th
September 2011 and was partly based on a questionnaire that ‘The Tutbury Practice’ had compiled
and given permission for other surgeries to use. A copy of the survey can be found in Appendix 1
on page 9. Minutes to past patient group meetings are available on the website or upon request
from the practice.
Conducting the survey
The survey was conducted by members of the Bridge Surgery Patient Group over several dates in
October and November 2011 when group members asked patients in the waiting room if they
would like to complete a survey. The patient either completed the survey themselves or the group
member asked the questions and completed the survey on the patient’s behalf. The dates were
chosen to coincide with the running of large flu clinics and also during normal surgery time and
were as follows:
Tuesday 4th October 2011 – all day
Wednesday 5th October 2011 – morning
Thursday 6th October 2011 – afternoon
Tuesday 8th November 2011 – morning
Wednesday 9th November 2011 - morning
A total of 478 surveys were completed in this way.
The survey was also available on the surgery website (www.bridgesurgery.net) from October until
the end of December. An e-mail and link to the survey was sent to members of our Virtual Patient
Reference Group and to newsletter subscribers. A total of 50 surveys were completed online.
The total number of surveys completed by the two methods above was 528, which equates to
5.2% of the practice’s registered patients (10,113) as of 1st October 2011.
The completed questionnaires were collated and analysed by the patient group members.
Acknowledgements
The doctors would like to formally recognise the enormous amount of work by the Patient Group
Members into conducting the survey and collating the results. It has been a huge undertaking and
the practice could not have run a survey on this scale without them.
The Patient Group Members would like to thank all the patients who took the time to take part in
the survey.
Next steps
The survey results have been discussed by the different teams within the practice and at Patient
Group meetings on 11th January 2012 and 1st February 2012 and will be used by the practice and
Patient Group to inform and shape an action plan.
Page 2 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
Age, gender and ethnic background of patients completing the survey
Age of Patients Completing the Survey
Age of Registered Patients
Under 16
16-24
25-34
35-44
45-54
55-64
65-74
75-84
85+
Not specified
1607
1118
1001
1270
1685
1400
1077
687
268
2
33
40
60
81
85
132
71
20
3
0%
6%
8%
11%
15%
16%
25%
13%
4%
1%
16%
11%
10%
13%
17%
14%
11%
7%
3%
Age of Patients Completing the Survey v Registered Patients
30
Percentage
25
20
15
10
5
0
Under 16
16-24
25-34
35-44
45-54
55-64
65-74
75-84
85+
Age Range
Age of Patients Completing the Survey
Page 3 of 20
Age of Registered Patients
Not
specified
The Bridge Surgery Patient Group Survey Results – October 2011
Gender of Patients Completing the Survey
Registered Patients by Gender
Male
Female
Not specified
4914
5199
193
321
14
37%
61%
3%
49%
51%
Gender of Patients Completing the Survey v Registered Patients
70%
Percentage
60%
50%
40%
30%
20%
10%
0%
Male
Female
Not specified
Gender
Gender of Patients Completing the Survey
Registered Patients by Gender
Ethnic Background of Patients Completing the Survey
White British
White Irish
Mx Wh & Bl Car
Mx Wh & Bl Af
Mx Wh & Bl As
Indian
Pakistani
Bangladeshi
Black Caribbean
Black African
Chinese
Other
Not specified
508
4
1
0
0
1
0
0
0
0
0
5
9
96%
1%
0%
0%
0%
0%
0%
0%
0%
0%
0%
1%
2%
Ethnic population of registered patients is 0.4% (source Practice Health Profile produced by
Staffordshire Public Health, March 2012).
Page 4 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
Survey Results
Question 1
How do you rate the overall service and care you receive from the practice?
Very Satisfied
Fairly Satisfied
Neither
Fairly Dissatisfied
Very Dissatisfied
Not specified
434
76
2
5
5
5
82%
14%
0%
1%
1%
1%
How do you rate the overall service and care you receive from the
practice?
Very Satisfied
Fairly Satisfied
Neither
Fairly Dissatisfied
Very Dissatisfied
Not specified
Question 2
In the past 12 months how many times have you seen a doctor and/or nurse?
The number of visits in the past 12 months totals 3298.
The lowest number of visits by a patient in the past twelve months was 1 and the highest was
104. (This could be an error but it is feasible if the patient was having twice weekly dressings at
the surgery by the nurse.)
The average number of visits in the last 12 months by survey respondents is 6.
Page 5 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
Question 3
On pre-booked appointments which doctor do you normally see?
Dr Waddy
Dr Pidsley
Dr Sellens
Dr Georgiou
Dr Wong
Dr Rafiq
Dr Handley
Multiple/Not specified
Internet Response
90
75
30
87
53
79
19
45
50
17%
14%
6%
16%
10%
15%
4%
9%
9%
The above relates to the doctors that the patients who took part in the survey normally see,
and are not reflective of the popularity of the doctors. Dr Handley and Dr Sellens work part time
so their numbers are expected to be lower than the other doctors in any case. Some doctors were
on duty on each occasion when the survey was carried out, while other doctors were on duty only
on some of the occasions that the survey was carried out. In the future we would attempt to
better balance out when the surveys are held to ensure that all doctors are evenly covered.
Question 4
Are you satisfied with the care provided by that doctor?
Yes
No
Not specified
522
2
4
99%
0%
1%
Almost all of the comments made about the doctors were positive and a full list of all the
responses can be found in Appendix 2, pages 10-12. Each GP has received a list of the individual
comments made about them and will use this as a basis for discussion at their next appraisal.
Question 5
Regarding pre-booked appointments what improvements/changes would you like to
see?
A significant number of the comments received were to reduce the waiting time for pre-booked
appointments, i.e. to be seen on time. Many were requests to book online and also to be able to
sign-in electronically on arrival at the surgery. There were several requests to be able to book
appointments further ahead than the current 6 weeks. Also some patients want to be able to book
a day or so before. A few patients indicated that the phones should be answered more quickly.
Suggestions included more evening and weekend surgeries, being able to see the patient’s
preferred doctor, being able to see a female doctor, telephoning before 8.00am to book an
appointment, being informed on arrival if the appointment is running late, booking longer times to
talk to the doctor and not needing to call later when more appointments are released.
Many patients also indicated that they are satisfied with the current system.
For a full list of responses, please refer to Appendix 3, pages 13-15.
Page 6 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
Question 6
Would you like to be able to make appointments on-line?
Yes
No
Not specified
268
242
18
51%
46%
3%
Question 7
Are you satisfied with the current same day appointment system?
Yes
No
Not specified
437
57
34
83%
11%
6%
Are you satisfied with the current same day
appointment system?
Yes
No
Not specified
Question 8
Regarding the same day appointments system what improvements/changes would
you like to see?
A significant number of the comments received were about the difficulty getting through by phone,
particularly at 8.00am, and also about being asked to ring back at 11.00am when the afternoon
appointments are released. Some patients expressed difficulties getting appointments on the
same day or the next day when required. Some patients wanted the ability to book appointments
in advance, early morning/evening appointments and more emergency appointments. Many
patients wanted to see their own doctor when booking a same day appointment. Over half of the
comments were from patients satisfied with the current same day appointments system.
Please refer to Appendix 4, pages 16-18, for a full list of responses.
Page 7 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
Question 9
Are you aware of what services our Practice Nurses provide?
Yes
No
Not specified
357
164
7
68%
31%
1%
Are you aware of what services our Practice Nurses
provide?
Yes
No
Not specified
Question 10
Are you aware of the Patient Group and how to contact them?
Yes
139
26%
No
380
72%
Not specified
9
2%
Question 11
Are you are of the Virtual Patient Reference Group?
Yes
No
Not specified
76
435
17
14%
82%
3%
Any further comments:
Many varied comments, both positive and negative were received under this heading. These
included text reminders for flu jabs, better signposting of the doctors’ rooms, more privacy at
reception, lack of reading material available in the waiting room and the attitude of some of the
reception team. All the comments are available to view in Appendix 5, pages 19-20.
Page 8 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
Appendix 1 - The Bridge Surgery Patient Group Survey October 2011
1
How do you rate the overall service and care you receive from the practice?
Very Satisfied
Fairly Satisfied
Neither
Fairly Dissatisfied
□
□
□
□
2
In the past 12 months how many times have you seen a doctor and/or nurse?
3
Very Dissatisfied
□
On pre-booked appointments which doctor do you normally see?
Dr Waddy
Dr Pidsley
Dr Sellens
Dr Georgiou
Dr Wong
□
□
□
□
□
4
Are you satisfied with the care provided by that doctor?
Please make any comments:
Dr Rafiq
Dr Handley
□
□
Yes □
No □
5
Regarding pre-booked appointments what improvements / changes would you like to see?
6
Would you like to be able to make appointments online?
Yes □
No □
7
Are you satisfied with the current same day appointment system?
Yes □
No □
8
Regarding the same day appointments system what improvements / changes would you like to
see?
9
Are you aware of what services our practice nurses provide?
Yes □
No □
10
Are you aware of the Patient Group and how to contact them?
Yes □
No □
11
Are you aware of the Virtual Patient Reference Group?
Yes □
No □
12 What age are you?
Under 16
16-24
25-34
□
□
□
13 What is your gender?
14
35-44
□
45-54
55-64
□
□
Male □
65-74
□
75-84
85 or over
□
□
Female □
Please circle the ethnic background do you most identify with:
White British
White Irish
Mixed White &
Black Caribbean
Mixed White &
Black African
Mixed White &
Black Asian
Indian
Pakistani
Bangladeshi
Black
Caribbean
Black African
Chinese
Other
If you wish to make any further comments please use the back of this form.
All information given will be treated in the strictest confidence and will not in any way prejudice your
current position / relationship with this practice. It will be used to improve our services to you.
Thank you for taking the time to complete this survey.
Page 9 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
Appendix 2
Question 4 - Are you satisfied with the care provided by that doctor?
Comments made about the doctor:
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I prefer to see Dr Waddy but it is very difficult to get an appointment with her.
Puts herself out.
Yes definitely.
Highly satisfied – couldn’t be kinder or better in any way.
Very caring GP.
Excellent care.
Sometimes find it difficult to get an appointment with Dr Waddy.
Yes very.
Dr Waddy is very busy and it is difficult to get an early appointment to see her, often has
to be with alternative doctor.
Listens.
Very personable and professional.
Dr Waddy has been brilliant.
Helpful.
Very happy. (x 3 comments)
Very happy. Dr Waddy is very caring and helpful.
More than satisfied.
None very pleased.
Excellent doctor.
Willing to listen.
Excellent care, very professional, caring and supportive.
Dr Waddy is always there if needed, which is so reassuring
Extremely satisfied with Dr Waddy, nothing is too much trouble.
Dr Waddy is an excellent doctor who makes you feel comfortable discussing your concerns.
All of the other Doctors are also approachable and I don’t mind seeing any of them if Dr
Waddy is not available.
Very good. (x 3 comments)
Excellent. (x 4 comments)
Very satisfied.
Absolutely.
Yes - and every other doctor I have seen. This is an excellent practice.
He was very helpful when I was ill a couple of years ago.
Very satisfied – he’s my family doctor.
Thorough and supportive.
A lovely man.
Excellent care, very professional, caring and supportive.
I enjoy a good patient/doctor rapport with Dr Pidsley as my regular doctor, but also find all
the doctors very approachable at the surgery.
Great.
Very caring – allows plenty of time.
Dr Sellens has been very good to me.
Excellent – thorough and friendly.
I am most happy with the care and attention of Dr Sellens.
Very understanding and helpful.
Very, very good.
Brilliant, very personal.
Friendly and good with women’s problems.
Very kind, patient and thorough.
Very understanding – you never feel rushed.
Page 10 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
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Willing to listen.
I am more than satisfied with Dr Sellens’ care. She is a very caring and dedicated Doctor
who does not judge me when I "often" go to see her I have every confidence in her ability
as a doctor, she cheerfully goes that "extra mile" to ensure her patients get the best care
possible. For that I am extremely grateful and consider we are very blessed to have such a
good doctor at Bridge (Street) Surgery.
Always ready to listen never feel I have to rush.
Very happy.
Dr Georgiou has been excellent.
I have found him very supportive and feel he has investigated my symptoms thoroughly.
He has been really good.
Extremely satisfied.
Very satisfied. (x 4 comments)
√ satisfied.
Entirely! Empathetic and pragmatic.
Very helpful also explains everything well.
Very caring and helpful.
Always attentive, caring and helpful.
Very satisfied. I am pleased to see Dr Georgiou.
Excellent care, very professional, caring and supportive.
Dr Georgiou always listens and he is thorough.
Dr Georgiou and also Dr Wong have been very understanding and extremely caring,
dealing with my problem very promptly, to which I was very grateful.
Yes very happy. Very trustworthy and honest, easy to talk to.
100% Dr Wong is a fantastic GP. He has helped me no end. Can’t thank him enough.
Sometimes?
Very. (x 3 comments)
Very thorough.
Not really, he spends a lot of time typing and does not remember info you tell him.
Very friendly and competent.
Yes. (x 2 comments)
Yes, very satisfied.
100% - Dr Wong has been fantastic, he listened to me and never doubted me. I moved to
this surgery when I wasn’t being helped.
Always friendly and extremely helpful. Easy to tell problems to.
Very patient focused.
Dr Wong is very approachable and straight talking.
Very satisfied despite often running late. Always has time for me.
Absolutely brilliant doctor  !
Usually runs late which sometimes affects my schedule.
Very satisfied.
Dr Georgiou and also Dr Wong have been very understanding and extremely caring,
dealing with my problem very promptly, to which I was very grateful.
We hold the Bridge Surgery in very high regard, having received great care with a variety
of needs and that care has been given by Dr Wong and on occasions by Dr Rafiq and Dr
Pidsley as well as Sr Katherine. The practice clerical team have always provided excellent
consideration whenever we have felt a need to contact the practice during our four years in
Burton.
Very understanding.
Very caring and understanding and professional.
First class.
Very. Courteous and professional, shows great understanding and sensitivity.
Always willing to listen and assuring.
He’s a very good doctor and listens fully to the problem. Comes up with options if you
want them.
Page 11 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
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Definitely.
Sometimes I have felt a little patronised by Dr Rafiq but he has been good overall.
Very satisfied.
Very thorough and easy to talk to.
Always very friendly and welcoming.
Always attentive, caring and helpful.
Dr Rafiq doesn't talk down to you, very approachable and able to talk to him about any
problems or concerns I may have.
Very satisfied with the care received.
Very satisfied.
Dr Handley listens and explains things in detail.
Dr Handley has been a great help to me, her support is much appreciated.
A very caring doctor, he is always right with his diagnosis and punctual with his surgery.
Always has time for you. A very nice doctor.
Always takes time to listen.
Excellent care. I am extremely pleased with the way I am looked after medically.
Have found all the doctors extremely good and actually have no preference.
He is great, understanding puts you at ease.
He is one of the best Doctors I have ever seen. He has completely sorted me out. I hope to
continue to see him in the future if I need it.
Help over many years very much appreciated, thank you.
I am always extremely satisfied with the care provided by my GP. Having an ongoing longterm illness this has proved really important to me.
I am more than satisfied with the treatment that I have received from all of the doctors,
sisters, nurses and reception staff. The right combination of professionalism, humour,
efficiency and TLC.
I am very satisfied.
I would like to say that I find the care provided by the doctors and nurses is excellent. All
the staff I meet at the surgery are very polite and courteous.
Superb doctor.
There are some doctors that I now avoid because of the way they have dealt with me in
the past; unfortunately the list is growing..... I was told I had cancer when I was on my
own - not good. A doctor gave me the advice to make a memory box - which made me
think they expected me to die! When I was depressed and upset near Christmas the doctor
said the advice they could give was not to let the cancer get me down - maybe they should
try having it and see how they feel......
Understanding doctor, very good with dealing with children, highly praised.
Very nice doctor.
Very good doctor easy to talk to.
Very satisfied, could not get a better Doctor, very caring and understanding.
Page 12 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
Appendix 3
Question 5 - Regarding pre-booked appointments what improvements/changes would
you like to see?
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More availability.
More evening and Saturday surgeries.
I would like to see the Doctor I ask for.
None – very good service by all staff.
Very pleased with the service I receive.
Less waiting time.
They are always good at trying to get you an appointment.
To be able to make an appointment much sooner than days after the day of phoning.
Quite happy
None (x 81 comments)
Satisfied with present system (x 9 comments)
Nothing at all (x 2 comments)
Would like to pre-book in advance.
To be able to book further ahead.
Phones answered more quickly.
Would like to be able to make appointments online.
They are very satisfactory.
Can’t think of any improvements necessary.
Would like to be able to book appointment 1 or 2 days forward.
Internet booking.
Long delay on phone booking.
Already good.
Happy.
Perhaps a little longer appointment time to talk longer.
None, really happy. Can always get an appointment, even on same day if needed. Very
satisfied.
I find it hard to get an appointment out of work hours, so perhaps more late night hours?
Less waiting?
Nothing – very good (x 3 comments)
Able to see requested doctor.
Being able to book every 8 weeks instead of 6 weeks.
Easier to get appointments.
Could have a computer so patients can just sign in themselves.
Happy with status quo.
Be able to speak to someone before 08.00.
If we need to do some kind of test would be great if we could do it as soon as possible,
while being ill, but not in a big period of time, when we feel better.
More appointments you can pre-book before the day.
Self check-in scheme.
Can’t get through on phone. Kept a long time.
It would be helpful if we could use one telephone no for results of tests and appointments.
More availability of appointments.
To get in on time stated.
Appointments available when ringing up, not having to ring again in the afternoon.
Try to keep to timings.
Better time keeping (waiting times shortened)
Appointments should run to time – waited as much as 45 mins.
Being able to book appointments in further advance.
Page 13 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
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Waiting times.
Phone call waiting time (for answer).
Same day – or next.
Less waiting times.
Wish to pre-book appointments.
Maybe being informed by receptionist on arrival if doctors are running late.
Running more on time.
Realistic appointment times – usually have to wait.
Weekend appointments.
Car parking is awful and seems to be worse since pharmacy opened nearby.
To be seen on time.
Excellent.
I am very happy with the present arrangements.
They are good at the moment, you can always get in.
Time keeping.
Too long to wait for appointment (EMW).
Internet appointment system.
Online booking would be good (x 4 comments)
Web appointments.
A little more in advance (8 weeks).
To be able to book for the next morning the day before.
When you phone for the next day and they say ring tomorrow at 8am the appointments
are normally all gone.
Not so long to see a doctor.
Being able to ring day before for appointment.
You get seen on time.
Less waiting time – doctor running late.
Nothing – I have been very satisfied.
Appointments usually later than time given.
Reception staff’s attitude sometimes is bad.
More appt to cut calling back.
Being able to ring and book in one phone call and not ring back when more appointments
released. Easier to get through on phone.
Being able to see a doctor on time.
Would sometimes like to book for the same week but often unable to do so.
Increased availability.
All is OK
As far as I am concerned I never have a problem with pre-booked appointments.
I would like to be seen on time and then not to be rushed out before I have said
everything I want to say. To make matter worse there is a sign saying so many people did
not turn up, so surely there are lots more time for the people that do turn up.
It seems to be taking longer to get through to book an appointment these days.
No change.
No problems.
Not aware of any need for changes.
Patient information recorded correctly, telephone to be answered faster
Sometimes female patients want to see a female GP and that isn’t always possible. I’m not
sure how this could be changed, but some thought needs to be given to this.
Sometimes I would like to be able to make appointments for reviews several weeks in
advance but the computer system doesn't seem to allow this. When I am booked up at
work sometimes I need to book a long way in advance to be sure I get a date in my diary.
Sometimes it is difficult to get an appointment with the same Dr I work full time and know
when my days off are and would be nice to be able to phone and make appointment for
the following week without being told to phone on the day and very often the Dr I wish to
Page 14 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
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see is not available on the day I phone and I also understand people don’t turn up to
appointments which are then wasted when then book in advance.
Speaking on my experience I am satisfied.
System is fine, text message reminder is excellent.
The ability to pre-book a regular appointment.
There should be access to a doctor for the Nurses when they are with a patient.
When receptionist says no appointments for tomorrow etc. ring at 8am, it’s so difficult to
get through, so gets a bit frustrating. But I appreciate they can only answer so many calls
at once, so not their fault.
Page 15 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
Appendix 4
Question 8 - Regarding the same day appointments system what improvements
/changes would you like to see?
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Dedicated telephone line – always very long wait on telephone.
Phone hard to get through.
More evening.
The only problem can be getting through for a morning appointment. Have at times
waited for quite a while.
Fine as it is, they always try.
I would like to be able to book appointments for further days ahead.
Not hanging on the phone too long.
Not being told to ring back after 11 when it has taken so long to get through.
None that I’m aware of.
Satisfied with present system (x 8 comments)
Nothing at all (x 2 comments)
None (x 66 comments)
Get a pm appointment later in the day without having to ring again.
Would like to book in advance.
More information about the system, I am not aware of this.
Hard to get through on phone.
More scope for emergency appointments.
Day appointments.
Could you reduce waiting time?
Quite happy.
Getting through on phone terrible.
Would like to be able to book appointment 1 or 2 days forward.
For you to have more telephone lines to get through to you as it can take ½ hour
sometimes to get through.
None, very good (x 4 comments)
None – think it is brilliant.
None – it is excellent.
Fairly satisfactory.
None always get appointments!
Have no issues.
Works ok at the min?
Continue with ability to see a GP if needed/required.
Not always easy to phone back to see if appointment available.
Difficult with the limitations of the phone system.
No, pretty good.
Rarely used, only in emergency.
It would be great if we could have an appointment on the same day because sometimes if
we are ill we can do some tests in a big period of time, when we feel better.
Completely satisfied xxx.
Be able to speak to someone between 08.00 and 12.00.
Would like own Dr. Delay on phones.
Be able to make appointments for later that day.
Hard to get through (x 2 comments)
Quicker phone lines.
I can never get in on the day. Always have to wait 2-3 days for an appointment.
None that come to mind.
More flexibility on appointments to see a doctor.
Better time keeping (waiting times shortened).
Page 16 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
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Not happy ringing back for pm appointment.
Very hard to get same day appointments.
Kept waiting too long on phone.
Being able to book day before.
Only used on one occasion – no complaints.
Do not want to ring back after 11 am.
Not experienced any problems.
Wish to pre-book appointments.
Be able to get through to reception at the appointed time.
Cannot get through on phone.
More phone lines as sometimes difficult to get through.
I have previously phoned and may not have been able to make the first time given and
was told until that time had gone that couldn’t offer another.
Have a time which is most suitable for myself, not the next one that has been released.
Advance booking for those who have to fit around work commitments.
Being able to get through – often engaged.
I know it’s difficult.
More choice of times.
Would assist workers/commuters if could have early am/late pm for this purpose.
Can’t say I’ve ever been offered a same day appointment when contacting the surgery.
Find it hard to see doctor on same day and no choice of doctors.
Can’t always get the time or doctor you want.
More availability (x 2 comments)
Sufficient time allocated for the appointment. Things [?] always overbooked.
This seems to work differently depending who you speak to on phone. Same rules applied
by all receptionists.
I think that it is important that the doctors leave a couple of spaces free for last minute
emergencies.
Appointments given without having to phone at 8am and not being able to avoid telephone
line being busy.
Be able to get the next best appointment as I struggle with getting my children to and from
appointments with me.
Too long to answer phone from 8am.
Very difficult to get.
It’s worked well for me.
Do not always get an appointment.
Sometimes getting through on the phone is very difficult.
More appointments available if possible (x 2 comments)
The ability to pre-book appointments rather than phone on the morning. I work full time in
Birmingham and would like to pre-arrange my appointments to fit in with my work
schedule.
To be able to book for the next morning the day before.
Afternoons only available after lunchtime.
When you phone for the next day and they say ring tomorrow at 8am the appointments
are normally all gone.
Like to be able to telephone for appointments later in the day.
To be able to see a doctor immediately if it’s an emergency. I was told to wait 2 hours 2
weeks ago.
Would rather be able to ring day before.
Time have to wait.
I usually have to ring very early in the morning to secure an appointment but I am not
always able to.
To be able to see a GP that day if it is an emergency regardless of appt availability. Also
able to make an appt day before if needed.
More civility from some members of reception staff.
Page 17 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
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More appt to cut calling back.
Not always able to keep ringing up. Be able to ring only once to get appointment and not
having to ring back. Get through first time on phone!
Both times this year and previous years I’ve been unable to see a doctor – even calling at
8.30am and 9am.
Find it difficult to fit phoning in with my work. Also, sometimes difficult to make an
appointment the same week without ringing up for a same day appointment.
Improve.
Never get through first thing in morning. Trying to get appt for the same day. Being told
to ring back later.
Answer phone system. Long wait.
Not very good when you are working shift work.
Release of more appointments.
I cannot get through on the phone at 8am to make an appointment.
Ability to book evening appointments by phone in the early morning.
Being able to book a pm appointment at anytime not just after 11.00am.
Bit frustrating to have to phone after 11 for afternoon appointments to then be told none
left. I generally try to book my appointments well in advance.
Cant always get in to see the Dr you wish to see...as I work full time would be nice to be
able to pre-book appointment that is on my day off...
Don't know (x 2 comments)
Haven't used it for a long time and it seemed OK then.
I cannot see anything wrong with the way it is.
I have always been able to get an appointment on a day when needed upon ringing, even
if not with my GP if it is important I am prepared to see someone else.
I would like to see that if I am ill, that I am able to see my own Doctor on that day.
It's not always easy to ring back when the appointments are freed up especially when you
are at work.
Maybe only moan is a bit difficult to get through at 8am, but only to be expected I
suppose.
Maybe there should be a doctor who does a walk in service each day.
More availability of one or two different doctors would be helpful.
None. The current "on the day" booking works well as invariably there are appointment
slots free, provided you are prepared to see another doctor if your usual one is not
available.
Not actually knowledgeable about this system - but where we requested 'any doctor' as
available - the response was positive.
Not really but sometimes frustrating that you cannot get through easily on phone
Possibly, more appointments to be made available on the day.
To be able to make it before 8 o clock.
What same day appointment system? Never seem to be able to be seen the same day
unless stated an emergency.
Yes and no to the above question. Difficult to get through on phone. But to be honest not
too sure what you can do to improve the situation, at the end of the day, there are only so
many appointments, for too many patients!!
Yes satisfied although a little difficult to get through on the phone but understandable I
suppose.
Page 18 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
Appendix 5
Any further comments:
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All the doctors I have seen throughout the year I have been very pleased with. However,
there are times when particular receptionists have greeted myself and other patients
abruptly and have lacked basic social skills, e.g. saying hello, smiling…. whilst the majority
have been incredibly helpful and seem happy to help with anything.
I don’t agree to receptionists giving results of tests.
All doctors are polite, listen to my concerns and treat me and my family very well. Very
impressed with the whole service provided by the surgery. Thank you very much for all
your hard work and caring service.
Why no magazines in waiting room?
Bigger car park.
? Flu jab reminder via mobile text??
Car park facilities could do with being bigger.
Larger nameplates on the door of the Doctors.
Satisfied with every doctor I have seen. This is an excellent practice.
None, they are brilliant.
I think it is a great idea that the surgery sends text messages as a reminder.
Lack of privacy at reception is inappropriate.
Receptionists – helpful and friendly.
Prescriptions online – would be good to be able to save medicines so only ticks are needed
against medicines wanted.
Counter staff could be more friendly and polite!
I noticed the other day there are no toys or magazines in the waiting room, when I asked
they said it was because of health and safety, how ridiculous is this, are you going to
remove the chairs next what about the reception desk or are we being given a wet wipe to
use when we walk in.
Have today had the experience of booking an appointment for a flu jab and found the
receptionist sullen, begrudging in her help. She made it seem very difficult to change an
appointment and not in the least sympathetic to explaining there would be no alternative,
it’s take it or leave it. I know they must have a hard job but the receptionist today sounded
as if she hated her job. I actually made a comment to her "do you have to sound so
unhelpful". I understand that I can’t always get an appointment to suit my needs but there
are ways of trying to be helpful that leave you feeling satisfied even if you can’t manage to
get a time to suit. I have found the front of desk people sullen in the past but today felt
compelled to mention it. Could I also leave some feedback on the new system of no
magazines to read. If you come to surgery really worried about a problem, it helps to read
something to take your mind off things rather than sitting there thinking and fearing the
worst.
I am grateful to be a patient at the Bridge Surgery. Talking to patients at other surgeries,
we have the best!
I am unsure how to contact the patient group, or what they can do for a fellow patient.
The inclusion of a patient newsletter is a good method of ensuring patients know what is
happening within their own surgery. Overall the services provided are excellent.
I am very happy with the service the surgery provides and I feel the staff are all lovely
I completed the same questionnaire in surgery a few weeks back.
I do feel some of the receptionists could be a little more approachable when visiting the
surgery. One or two receptionists (not all) seem quite sullen and cannot raise a smile when
greeting the patients. It costs nothing to be polite. I do not relish the idea of attending the
surgery but I do find the attitude of some receptionists very discourteous to the general
public.
Page 19 of 20
The Bridge Surgery Patient Group Survey Results – October 2011
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I feel that the doctors have changed and I do not have the confidence in them that I used
to have. When I opened a birthday card from the practice on my 65th birthday I was really
touched - until I realised it was offering a flu jab.
I have always been extremely impressed with Bridge Surgery especially in comparison with
my friends’ surgeries - keep it up and thank you. :o)
I live some distance from the surgery and don't appreciate being asked to return to the
surgery on the same day. I'm sure the doctor could have seen me at 2:40 last week, when
his first appointment was at 3:30 and there was only one other person in the waiting room.
I appreciate he would have paperwork to complete, but am sure he could have spared
perhaps 5 minutes. The receptionist was, at least, very abrupt.
Keep up the good work, Merry Xmas and HNY to all at the surgery.
Overall I am very very satisfied with the practice; however, all of the Reception staff are
exceptionally pleasant and helpful. There is just one Receptionist who never ever smiles or
greets you pleasantly. I am sure that you know who this is, as she has been there years
and does talk down to you. That is my only gripe as when I come in to the Doctors and she
is on duty I tend to freeze. Sorry for pointing this out.
Parking is very difficult sometimes. The seating in the reception area is very uncomfortable
especially the blue plastic ones. More age appropriate toys are needed in the children area;
most parents come unprepared to occupy their child/children for long periods of time.
Having a cold water machine would be very welcome........
Thank you for all your help over the last 12 months.
Thank you to everyone, much appreciated.
The new reception area has been a mistaken opportunity. No distance now from interacting
patient with receptionist re confidentiality of conversation. Receptionist can be overly long
engaged on taking telephone calls, dealing with other matters (Chemists agents collecting
Repeats, especially) Dual entry points and reduced area - all this has not been properly
thought through. (Well, you did ask).
The service you give is OK as it is.
When we first moved to Burton I wasn't sure how good the practice would be having been
with another GP Practice for many years. However, Bridge Surgery is far better than any
other I have been with and I am really happy with the service provided. When I went
through a series crisis with a close family member becoming ill, they looked after me and
that person as well. Thank you!
Where have all the magazines gone? If I've got a long wait to see the doctor something to
while away the time would be appreciated. I see that the children’s section still have books.
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